Most UptoDate Salesforce Service-Cloud-Consultant Exam Dumps PDF 2022
100% Free Salesforce Service Cloud Consultant Service-Cloud-Consultant Dumps PDF Demo Cert Guide Cover
NEW QUESTION 75
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Macros widget or utility must be added to the console.
- B. The Run Macros Action must be on the page layout.
- C. The Run Macros Permission must be granted to users.
- D. Publisher Actions used in the macros must be on the page layout.
- E. Users must use Lightning Experience.
Answer: C,D,E
NEW QUESTION 76
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Average handle time
- B. Upsell percentage
- C. First call resolution
- D. Customer retention
Answer: A,C
NEW QUESTION 77
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On a new tab in the agent's browser
- B. On the Highlights Panel of a Primary tab
- C. On the left sidebar of Salesforce Classic
- D. On the footer of the Lightning Console
Answer: C,D
NEW QUESTION 78
Which three processes are uses case for Visual Workflow? Choose 3 answers
- A. Cross-sell promotions for agents
- B. Caller verification and creation of a new case
- C. Decision-based troubleshooting for agents
- D. Field validation during case creation
- E. Assignment of email to a case queue based on subject
Answer: A,B,C
NEW QUESTION 79
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Data Category to assign an article record type to a Reviewer.
Answer: B,D
NEW QUESTION 80
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Configure Macros
- B. Enable Keyboard shortcuts
- C. Define criteria-based record page components
- D. Create multiple Console layouts
Answer: B
NEW QUESTION 81
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Mobile Connect
- B. omni Channel
- C. Field Service
- D. Contact Request
Answer: C
NEW QUESTION 82
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Average number of activities per case
- B. Average customer satisfaction score by case
- C. Average number of articles attached to a case
- D. Total number of cases by origin
Answer: A,C
NEW QUESTION 83
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Create a workflow rule to update the article status to Published on the article start date.
Answer: B
NEW QUESTION 84
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Ensure that each image does NOT exceed the maximum of 25 MB
- B. Include images in an .html file using the image tag and src attribute
- C. Upload the images into Salesforce prior to importing the articles
- D. Convert all images to .jpeg, as this is the only supported file type
Answer: B
NEW QUESTION 85
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users have access to the Live Agent public group.
- C. Verify that users are assigned the Live Agent feature license.
- D. Verify that users are assigned the Live Agent user profile.
Answer: D
NEW QUESTION 86
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. An AppExchange package
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 87
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Integrate with an enterprise resource planning system.
- B. Configure Visual Flows on Salesforce mobile.
- C. Develop and publish a knowledge management system
- D. Implement Field Service Lightning.
Answer: A
NEW QUESTION 88
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Use Data Loader to delete the corrupt data.
- B. Manually update the corrupt data to correct it.
- C. Restore the data using the available backup.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION 89
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Web-to-case
- B. Chat
- C. Email-to-case
- D. Social Customer Service
Answer: C
NEW QUESTION 90
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Add a Visualforce page to the Case layout
- D. Configure the Case highlights panel
Answer: B
NEW QUESTION 91
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Partner portal
- B. Force.com Web Services API
- C. Customer portalPartner portal
- D. Force.com Sites
- E. Self-service portal
Answer: B,D
NEW QUESTION 92
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact related list load time
- D. Contact report run time
Answer: D
NEW QUESTION 93
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A. Add the entitlement lookup field to case page layouts.
- B. Add the entitlement related list to account page layouts.
- C. Add a Validation Rule that ensures each Case has an entitlement.
- D. Add a Validation Rule that ensures each Account has an entitlement.
Answer: B
NEW QUESTION 94
UC wants to implement a Knowledge management process with the following requirements: It must contain
four different kinds of content: customer FAQs, product specifications, contact center procedures, and product
manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products,
or all 56 products. Any product-related content created by contact center agents must be approved by the
contact center manager and the Knowledge manager before being published. Product content should only be
visible internally to contact center agents who handle the product. How should a consultant recommend that
Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each product
- B. Configure workflow rules for each data category
- C. Define approval processes for each article type
- D. Configure article types for each kind of content
- E. Configure data category values for each product
Answer: B,D,E
NEW QUESTION 95
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Partner portal
- B. Service Cloud portal (Customer Community)
- C. Sites
- D. Enterprise admin
Answer: C
NEW QUESTION 96
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
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PDF Exam Material 2022 Realistic Service-Cloud-Consultant Dumps Questions: https://drive.google.com/open?id=1FolVyq7RhOHuEDFOOL0bmKGs4QINKm8I
